Volunteer Adviser, Dumfries Bureau [20658]

Dumfries and Galloway Citizens Advice Service

Being an adviser is a very varied role. As an adviser your main responsibilities will be:
• Interview clients at drop-in sessions and appointments in the bureau and occasionally by phone and outreach sessions;
• Listening to clients and letting them explain the problem. Helping the client to clarify the issues by exploring the problem through active questioning;
• Provide information to clients from the Citizens Advice Bureau electronic information system, reference books and other sources;
• Explain the choices and consequences the client faces to enable clients to make informed choices;
• Give practical support to clients by writing letters, completing forms, doing basic benefit calculations, making telephone calls and speaking or writing to other agencies on their behalf;
• Refer / signpost clients to other agencies for specialist/additional support;
• Keep accurate case records of meetings with clients on official computer databases;
• Identify common issues that affect many clients to prevent future problems;
• Maintaining basic office administration, e.g. filing case notes, amending information, telephone calls and any other appropriate tasks as required;
• Committing to a minimum of two volunteer sessions per week is required, either 9am – 1pm or 1pm – 5pm. and for Dumfries, on a rota, cover one evening sessions which can occur every 6-8 weeks;
• Attend volunteer/staff meetings as arranged.

Basic Information

Advice / Information Giving

Volunteer Commitment

Daily
Minimum of 6 hours.
Long-term volunteer = over six months
Weekdays, Daytime
No

Accessibility and Inclusion

Yes
Mental, Learning, Physical
Yes
Conversational
Yes
Yes
No gender restriction

Requirements

18
None
Basic IT skills
No

Training and Induction

Full induction programme, last approx half a day.
Fill training will be provided for the role including some online learning and in-person, on the job shadowing.
Ongoing
In-person

Process and Logistics

Application form, References required, Informal chat, Probation period
Public Liability, Personal Accident, Professional Indemnity
Yes
No